Survey Results

Retention Practices in Hiring Processes

September 2008
 Top Hiring Challenge

Other (please 8%
specify)

Not enough 9%
recruiting resources

Ineffective hiring 10%

tools

Inefficient hiring 10%

processes

Not enough 63%

qualified candidates
 Practices at Staffing Agencies

60%
We do not use staffing agencies

I am unsure of the screening processes 10%

the staffing agency uses

Our staffing agency does all of our 11%

screening for us

Our staffing agency uses the same 10%

screening processes that we do

Our staffing agency uses a different 9%

screening process than we do
 Describing the Efficiency of Screening Processes

23%
None of the above

23%
Cost-Efficient

24%
Resource-Efficient

30%
Time-Efficient
 Describing the Effectiveness of Screening Processes

2%
Poor

13%
Fair

38%
Good

46%
Average
 Screening Assessment Use

Voice

Skills Web-based
Electronic, but not online
Paper-based tests
Not in use
Cognitive Ability Plan to use

Personality
 Giving the Candidate a Preview

Candidates do not
experience what the 26%
job is like until they
are hired

We allow them an 46%

onsite tour of our call
center

We simulate a job 28%

preview
 Length of Hiring Process - Application to Hire

25%
More than 3 weeks

23%
2-3 weeks

30%
1-2 weeks

22%
Less than 1 week
 Attrition Reduction Goals

35%
No set goal

More than 100% 0%

decrease

0%
81-100% decrease

2%
61-80% decrease

41-60% decrease 9%

21-40% decrease 16%

0-20% decrease 38%

 Resources for Reaching Retention Goals

None of the above/no 23%

attrition goal

10%
Allocated budget

12%
Set timeline

15%
Assigned team

40%
Management directive
About the Survey

• Webinar registrants solicited for online survey

• Results shared during webinar
• 318 participants across various industries
About Knowlagent
• Knowlagent has enabled companies
around the world to manage call center
agents for 13 years.
– Hiring
– Training
– Communications
– Coaching

• Easy to use on-demand software

– No capital expenditures
– Deployable in 30 days
– Accessible via the Web
– Enabling more companies to optimize
frontline performance faster and more
affordably than ever before.

• For more info:

kengle1@knowlagent.com